When I think of Customer Service with regard to the University, I think of the bureaucracy and the rigid adherence to rules that serve only to make things easier for the school. Good customer service should make the university easy to deal with and create processes and forums where disputes, questions, and challenges can be easily handled. Unfortunately, the approach in most academic institutions is the opposite. You must address your concerns on their schedule and the correct piece of paper must be located and filled out. The entire process is based on old principles that would have made Max Weber proud. To break this cycle we need to change the academic model to accommodate 7X24 service and the ability for customers to resolve concerns through virtual tools. The model needs a serious revision.
Erinn, Thank you for sharing. It's great to hear that you walk the student to the other department. Many times a student is simply told where to go, but not taken their personally. It's a great touch. Keep it up!
Dr. Jean Norris
Customer service is going above and beyond to help a student get what they need, all within reason of course. If a student comes to me and has a question that involves another department, I always walk them to where they need to go and introcuce them.
Ivette, We agree. All of the things you mentioned are great tools for customer service. Thank you for sharing!
Dr. Jean Norris
As a librarian, I believe that good communication, technology and organizational skills are very important. And always be willing to instruct students on how to find the resources they need. Also, be patient and polite are key to good customer service.
Joshua, True that customer service includes all contact. I'm curious, what do you mean by providing something that you would expect in return?
Dr. Jean Norris
Excellent job in defining customer service, Edward. You are spot on! Thank you for sharing.
Dr. Jean Norris
Customer Service is providing something that you would expect in return, no matter what it is. For example, it could be anything from first impressions, to the actual service that you're receiving. It's the entire picture.
Treating people equally is one (important) thing) but customer service is more about "Hospitality." The sign on the professor's door said two things: 1) You are welcome to come in, sit down and share a concern, ask a question, clarify a point,. . . whatever. 2) the sign also serves as a potent reminder, to the professor, that s/he is there because of and for the student. [No students; no job.] It also serves to tell the student that they are the most important person in this educational endeavor.
Hospitality also needs to be gracious--the student is the most important person so I will not answer the phone or work on the computer; I will be fully attentive to the student, listening fully, being open. [All the good communication techniques that we learned in some class at some time brought to bear.]
Edward, I love the sign that Professor used! That is amazing. You are spot on, a main part of customer service means treating everyone equally. Thank you for sharing.
Dr. Jean Norris
I remember one of my Ed Psych professors saying that one of the best posters he saw was on the door of a teacher/professor. The poster said "Come on in; you're the reason I'm here." [That prof's door was alway open.
Customer service means treating every individual (student) as if they are the most important person at that moment-which they are. I may not be able to solve their problem or answer their question. Hopefully I can provide some resources for them. Following up after to see if the problem has been resolved or the question is answered is an integral part of customer service.
Lisa, that is a great definition. Will you provide an example of how you accomplish this?
Dr. Jean Norris
I define customer service as being present to meet the needs of an individual and to simultaneously heighten their expectation of your product.
What a great practice in your work, and in life, Shana. Honesty is the best policy! How do you feel this impacts your students?
Dr. Jean Norris
Customer service is treating the student and parent the way you want to be treated. People want to be treated honestly and openly with a open line of communication. When I interact with my students and instructors, I give my full attention to their situation and a honest response.
What a great example, Faye. Thank you for sharing!
Dr. Jean Norris
A specific experience where I demonstrated great customer service was when I was the re enter coordinator for our campus. I went above and beyond for my students and made sure to that all of their questions were answered and made sure that all departments worked together to make sure they successfully reentered into the program.
Faye, It really sounds like you provide great customer service to both you students and the community, great job! Can you share an experience where your great customer service benefitted a student or a community member?
Dr. Jean Norris
My definition of customer service is to treat all customers with respect. Making sure to provide the correct information that the customer is requesting. Building relationships with people in the hospitality indusrty to provide open opportunities for our students. For example, inviting the employers to a career fair, setting up a spot light table for our students to ask questions regarding certain positions that are available with in their company. Having high quality customer services adds value to our school and helps the students with various opportunities.
Darci, Great awareness. Who else do you think are your customers? How will you serve them?
Dr. Jean Norris
